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Transportation and Accompanying Service Users Policy

1. Purpose

This policy ensures that all transportation and accompaniment of the people we support is safe, dignified and person-centred, and is delivered in line with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (as amended) and CQC guidance (including Regulation 11, 12, 13, 15, 17, 18, 19 and 20), as well as wider health and safety, equality and information-governance law.

Our care home is committed to ensuring that:

• People we support are transported safely and comfortably.
• Individuals have the right to access external services, activities, and the community.
• Transport services meet diverse needs, including accessibility for wheelchair users and those with mobility impairments.
• Proper risk assessments, safeguarding measures, and infection control protocols are in place.
• The transportation process complies with Regulation 12: Safe Care and Treatment, ensuring safety at all times​.

2. Scope

This policy applies to:

• All staff responsible for transportation and accompaniment.
• People we support who require transport services.
• Registered Manager, Deputy Manager, and Key Workers.
• External transportation providers working with our care home.
• Family members and advocates who may be involved in transportation arrangements.

This policy covers:

• In-house transport services provided by our care home.
• Use of external transport providers (taxis, ambulances, and community transport services).
• Accompaniment to medical appointments, social activities, and day trips.

3. Legal and Regulatory Framework

This policy aligns with the following regulations and guidance:

• CQC Fundamental Standards – Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (as amended):
  • Regulation 9 (Person-centred care) – transport planned around individual assessed needs and preferences.
  • Regulation 10 (Dignity and respect) – privacy, dignity, choice and respectful support during travel.
  • Regulation 11 (Need for consent) – valid consent for outings/appointments and best-interest decision-making where a person lacks capacity.
  • Regulation 12 (Safe care and treatment) – risk assessment, safe equipment/vehicles, safe medicines management (where applicable), infection prevention and control, and safe coordination with other providers.
  • Regulation 13 (Safeguarding from abuse and improper treatment) – protection from abuse, neglect, discrimination and unlawful restraint during transport/outings.
  • Regulation 15 (Premises and equipment) – vehicles/equipment used must be clean, suitable, maintained, secure and used correctly.
  • Regulation 16 (Receiving and acting on complaints) – concerns/complaints about transport are logged, investigated and responded to.
  • Regulation 17 (Good governance) – auditing, oversight, learning from incidents and accurate record-keeping.
  • Regulation 18 (Staffing) and Regulation 19 (Fit and proper persons employed) – sufficient trained/competent staff and safe recruitment checks.
  • Regulation 20 (Duty of candour) – openness and required notifications/apology/learning when a notifiable safety incident occurs.
• Other key legislation and guidance:
  • Management of Health and Safety at Work Regulations 1999 (risk assessment duties).
  • RIDDOR 2013 (reporting certain work-related accidents/incidents).
  • Road Traffic Act 1988 (road safety compliance).
  • Mental Capacity Act 2005 (capacity, best interests and least-restrictive practice).
  • Equality Act 2010 (reasonable adjustments/accessibility).
  • UK GDPR / Data Protection Act 2018 (lawful sharing of personal data with transport providers).
  • Health and Social Care Act 2008 – Infection prevention and control Code of Practice (as applicable to registered providers).

4. Principles of Safe and Effective Transportation

4.1 Person-Centred Planning for Transportation

• Each person must have a Transportation Plan detailing:
  • Their mobility needs and preferred mode of transport.
  • Support required during transit (e.g., physical assistance, medication, communication needs).
  • Cultural or religious considerations.
  • Consent and capacity considerations under the Mental Capacity Act 2005.
• Transportation plans must be reviewed regularly and updated as needed.

4.2 Ensuring Safety During Transport

• All vehicles used for transportation must be roadworthy, insured, and fitted with appropriate safety equipment, such as:
  • Seatbelts, wheelchair restraints, and ramps/lifts where necessary.
  • Fire extinguishers and first aid kits.
  • Emergency contact details in case of an incident.
• Only trained and authorised staff may transport or accompany individuals.

A vehicle safety check must be completed and recorded before first use each day (and before any long journey), including: tyres/tread and pressures, lights/indicators, brakes (where practicable), mirrors, fuel/charge level, accessibility equipment (ramps/lifts), wheelchair tie-downs/seatbelts, first aid kit and emergency supplies. Any defect that may compromise safety must result in the vehicle being removed from service until rectified.

• A risk assessment must be conducted before each journey, considering:
  • Road conditions, weather, and duration of the trip.
  • Medical needs, including emergency plans for medication or first aid.
  • Risk of distress, confusion, or agitation during transport.

4.3 Use of External Transport Providers

• When using taxis, ambulances, or community transport, the Registered Manager (or delegate) must ensure documented due diligence is completed and reviewed at least annually, including:
  • confirmation the provider is appropriately licensed, insured and can meet the person’s accessibility needs;
  • confirmation the provider has safeguarding expectations that align to our standards and that concerns can be escalated promptly;
  • agreement of pick-up/drop-off arrangements, supervision handover and what happens if the person becomes unwell or distressed;
  • information sharing is limited to what is necessary, shared securely and recorded, with a clear lawful basis under data protection law;
  • confirmation of agreed cleaning/infection-prevention measures appropriate to the person’s needs and current guidance.”
• Transport providers must adhere to infection control measures, including vehicle cleaning and PPE use where required.

4.4 Accompanying Individuals to Appointments and Activities

• Individuals should be accompanied where required to:
  • Medical and dental appointments.
  • Social activities, family visits, and religious events.
  • Day trips, holidays, and community outings.
• Accompaniment should be provided by trained staff or approved family members.
• Consent must be obtained before taking individuals out of the care home.

4.5 Infection Control and Hygiene Measures

• Vehicles must be sanitised regularly, particularly after transporting individuals with infectious conditions.
• Staff must:
  • Use hand sanitiser before and after assisting individuals.
  • Ensure high-touch areas in vehicles are cleaned between trips.
  • Follow infection control policies during transport and accompaniment.

4.6 Mental Capacity and Consent for Transport

Staff must obtain and record valid consent for transport/outings where the person has capacity to decide. Where capacity is in doubt, a decision-specific capacity assessment must be completed in line with the Mental Capacity Act 2005.
If the person lacks capacity, transport/outings must proceed only where a best-interests decision has been made, recorded and kept under review, involving relevant people (family/advocate) as appropriate.
Any restriction during transport (for example, use of seatbelts, wheelchair restraints, close supervision, or preventing a person leaving the vehicle) must be necessary and proportionate, and the least restrictive option to keep the person safe, with clear recording of rationale and review.

4.7 Managing Emergencies During Transport

• All vehicles must be equipped with emergency kits (first aid, fire extinguisher, emergency contact list).
• In the event of an accident or breakdown:
  • Staff must ensure the individual’s safety first.
  • Emergency services should be contacted if necessary.
  • The Registered Manager must be informed immediately.
• An incident report must be completed after any transport-related emergency.

4.8 Medicines and Clinical Equipment During Transport

Where medicines (including ‘as required’ medicines) are taken out of the home, staff must ensure they are transported and administered in line with the home’s medicines policy, including: correct person/medicine/dose/time, documentation on return, and safe storage during transit (including temperature requirements where applicable).
Any clinical equipment taken on journeys (for example oxygen, mobility aids, continence supplies) must be risk-assessed, maintained, used safely and checked before the journey. Staff must carry the person’s emergency contact details and relevant care information needed to keep them safe during the outing.

4.9 Incidents, Notifications and Duty of Candour

Any accident, injury, safeguarding concern, missing-person event, vehicle breakdown causing risk, or medication incident occurring during transport/outings must be reported immediately to the Registered Manager and recorded on the incident system.
Where the event meets the threshold for a notifiable safety incident, the service will follow the statutory Duty of Candour requirements (including apology, explanation, written follow-up and learning actions).
Where a work-related injury/incident is reportable, the Registered Manager will ensure reporting in line with RIDDOR 2013 and any other required external notifications, and that learning is shared through governance processes.

5. Staff Training and Responsibilities

5.1 Responsibilities of Staff Involved in Transport

• Drivers must hold a valid driving licence and be trained in:
  • Safe transport of vulnerable adults.
  • Manual handling and assisting individuals into and out of vehicles.
  • Basic first aid and emergency response.
• Accompanying staff must be trained in:
  • Supporting individuals with anxiety, confusion, or agitation during transport.
  • Ensuring comfort and safety throughout the journey.
  • Maintaining dignity and confidentiality.

5.2 Training Requirements

All staff involved in transportation must receive training in:

• Safeguarding and risk assessment for transport.
• First aid and emergency response.
• Mental Capacity Act and consent procedures.
• Safe manual handling of individuals with mobility needs.
• Driver safety expectations (including fatigue, distraction and emergency procedures).
• Use of wheelchair restraints/ramps/lifts and safe positioning of mobility equipment.
• Information governance and confidentiality when using external transport providers.
• Duty of Candour and incident escalation during outings/transport.

6. Monitoring and Compliance

To ensure safe and efficient transport services, the care home will:

• Conduct regular vehicle checks and safety audits.
• Maintain records of all transport bookings, risk assessments, and incidents.
• Seek feedback from people we support and their families regarding transport services.
• Ensure CQC compliance checks are conducted as part of internal audits.

7. Related Policies

This policy should be read alongside:

• CH07 – Person-Centred Care Policy
• CH08 – Dignity and Respect Policy
• CH11 – Safe Care and Treatment Policy
• CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CH16 – Health and Safety at Work Policy
• CH18 – Risk Management and Assessment Policy

8. Policy Review

This policy will be reviewed annually or sooner if legislative, regulatory, or operational changes occur. The Registered Manager is responsible for ensuring that all staff adhere to the latest transport safety guidelines and maintain best practices.

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